Overview
Dispositions are codes that categorize the outcome of a call. These codes describe the results of your Inbound and Outbound calls. With the help of these codes, the Admin can easily see the trend of their Leads.
Giving your Agents a well-thought-out list of dispositions can greatly improve your reporting and metric tracking.
Contents:
Add a New Disposition
1.) Click the Account main menu.
2.) Click the Dispositions menu option.
The Show Dispositions page will open.
3.) Click the Add Disposition button.
The Add Disposition page will open.
4.) Configure the General Settings.
| Label | Field Name | Description |
|---|---|---|
(A) |
Status Abbreviation | Only visible to Admins in Reports. 📝 Must be alphanumeric, 2–6 characters long. Cannot be edited after creation. |
(B) |
Status Description | This is what the Agent will see on their screen. |
(C) |
Contact Status | If Yes, this status is counted in "calls handled" metrics in reports. It defines when a call connects with a live person. |
(D) |
Final Status | If Yes, leads with this status will not be reinserted into the hopper. |
(E) |
Reached | Used to calculate lead quality. Indicates that the correct person was reached by the Agent. |
(F) |
Success |
If Yes, included in Success Reports. These leads won’t re-enter the hopper unless manually set as dialable. |
(G) |
Interested | Interested statuses are used to calculate interested reports. |
(H) |
Disqualified | Disqualified statuses areused to calculate disqualified reports. |
(I) |
DNC | If Yes, the Lead's phone number is automatically added to the Do Not Call (DNC) List. |
(J) |
SMS Opt/Out Status | If Yes, Leads with a Not Interested response are moved to the SMS Opt-Out List. |
(K) |
Callback |
If Yes, marks the disposition as a Callback. Agent must schedule a Date and Time. |
(L) |
Voicemail Status | If Yes, this status appears in Voicemail % Reports. |
(M) |
Status Background Color | A visual aid: Choose a color to make the disposition easily recognizable in the UI. |
5.) Click the Create Disposition button.
Edit a Disposition
1.) Refer to steps 1 & 2 above for instructions on opening Show Dispositions.
2.) Click the Status Abbreviation or Setting in the Action gearwheel drop-down.
The Edit Disposition page will open.
3.) Reconfigure the General Settings as needed.
| Label | Field Name | Description |
|---|---|---|
(a) |
Status Description | This is what the Agent will see on their screen. |
(b) |
Contact Status | If Yes, this status is counted in "calls handled" metrics in reports. It defines when a call connects with a live person. |
(c) |
Final Status | If Yes, leads with this status will not be reinserted into the hopper. |
(d) |
Reached | Used to calculate lead quality. Indicates that the correct person was reached by the Agent. |
(e) |
Success |
If Yes, included in Success Reports. These leads won’t re-enter the hopper unless manually set as dialable. |
(f) |
Interested | Interested statuses are used to calculate interested reports. |
(g) |
Disqualified | Disqualified statuses areused to calculate disqualified reports. |
(h) |
DNC | If Yes, the Lead's phone number is automatically added to the Do Not Call (DNC) List. |
(i) |
SMS Opt/Out Status | If Yes, Leads with a Not Interested response are moved to the SMS Opt-Out List. |
(j) |
Callback |
If Yes, marks the disposition as a Callback. Agent must schedule a Date and Time. |
(k) |
Voicemail Status | If Yes, this status appears in Voicemail % Reports. |
(l) |
Status Background Color | A visual aid: Choose a color to make the disposition easily recognizable in the UI. |
4.) Click the Save Changes button.
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